{"id":628493,"date":"2026-06-12T04:42:42","date_gmt":"2026-06-12T11:42:42","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=events&p=628493"},"modified":"2026-07-07T06:25:38","modified_gmt":"2026-07-07T13:25:38","slug":"on-demand","status":"publish","type":"events","link":"https:\/\/www.genesys.com\/en-sg\/events\/cx-tour-india-2026\/on-demand","title":{"rendered":"CX Tour India 2026 – On Demand Content"},"content":{"rendered":"

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On-Demand Content<\/p>\n

CX Tour India 2026<\/h1>\n

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Customer Spotlight: How a Leading Bank Modernized CX for the Digital Era<\/p>\n

Speakers:
\nMartin P., Chief Operating Officer, Ujjivan Small Finance Bank<\/p>\n

Suresha C., EVP, Head of Customer Experience, Ujjivan Small Finance Bank<\/p>\n

Explore how Ujjivan Bank transformed its customer experience with Genesys Cloud. They successfully navigated complex regulatory requirements while unlocking agility, scalability, and seamless interactions. A story of bold transformation, where compliance and innovation go hand in hand.<\/p>\n

Ujjivan Small Finance Bank, which serves over 10 million customers across mass-market segments, has been scaling its customer engagement infrastructure to keep pace with growing volumes and complexity. The shift to a cloud-based platform will enable the bank to unify voice and outreach channels, introduce self-service and IVR-led automation at scale, and centralise customer journeys, while reducing manual processes and operational friction.<\/p>\n<\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

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Experience in Action: How a Genesys Customer is Driving Customer Loyalty<\/p>\n

Speakers:
\nDr. Lakshmanan Ramanathan, Associate Vice President, Business Head \u2013 Technology Solutions & Automation, Infosys BPM Limited<\/p>\n

Laxmi Gollapudi, Portfolio Head \u2013 Business Transformation, Infosys BPM Limited<\/p>\n

See how Infosys BPM is using Genesys Cloud and AI to connect data, teams and journeys to deliver smarter, real-time experiences. Learn how they\u2019re building customer loyalty while improving operational efficiency, the measurable impact they\u2019ve achieved, and how their CX roadmap is evolving with orchestration at the core.<\/p>\n

Lakshmanan Ramanathan, AVP, Business Head \u2013 Technology Solutions and Automation, and Laxmi Gollapudi, Portfolio Head \u2013 Business Transformation will talk about how Infosys BPM is leveraging AI-led transformation, intelligent automation, and modern customer experience strategies powered by Genesys Cloud to drive customer loyalty and meaningful business outcomes at scale<\/p>\n<\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

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Preparing for Universal Agentic Experience Orchestration<\/p>\n

Speaker – Aditya Garg, Head of Solution Consulting, India, Genesys<\/p>\n

Aditya Garg shares how Genesys provides the agentic AI you need to deliver superior experiences to your customers and employees.<\/p>\n

The next era of customer experience won\u2019t be shaped by automation alone, but by autonomy. In this keynote, Aditya Garg demystifies the promise of agentic AI and clarifies what true technological agency means as organisations prepare for Level 5 of Experience Orchestration.<\/p>\n

Aditya will explore how reasoning, non-determinism and agent-to-agent collaboration will transform the CX landscape, and the new guardrails enterprises must implement to stay in control. He\u2019ll highlight how Genesys is bridging these worlds through structured, autonomous decision-making.<\/p>\n

In this session, Aditya explains why traditional automation is no longer enough for modern customer experience. While automation can follow instructions and execute workflows, the future belongs to AI systems that can understand goals, reason within context, initiate actions, and adapt over time.<\/p>\n<\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

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CX Tour Keynote – AI, Customer Experience, and Experience Orchestration<\/p>\n

Speaker – Raja Lakshmipathy, Vice President and Managing Director, India, Genesys<\/p>\n

Explore how organisations can transform customer interactions into measurable business outcomes. This session will reveal why loyalty and efficiency are not competing priorities, but the result of intelligent orchestration done right.<\/p>\n

Join Raja Lakshmipathy, Vice President and Managing Director, India, as he opens the session with a powerful keynote on the future of customer experience, AI, and experience orchestration.<\/p>\n

He discusses how customer expectations are changing faster than ever, with brands now being measured against the best experiences across industries. From the rise of \u201cliquid expectations\u201d to the shift from transactions to outcomes, Raja explains why businesses need to rethink how they engage with customers.<\/p>\n

The keynote also explores the evolution of AI in the contact centre industry, from natural language processing and predictive AI to conversational AI, generative AI, and agentic AI. Raja outlines how Genesys is enabling organizations to use AI across the customer journey, including predictive engagement, virtual agents, predictive routing, agent copilot, supervisor copilot, workforce engagement, and journey management. <\/p>\n<\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D” css=”.vc_custom_1745460060610{padding-top: 0px !important;}”][vc_row background_color=”bgc-lgray” el_class=”form-card”][vc_column][vc_column_text css=””]<\/p>\n

Questions?<\/h2>\n

Please contact us<\/a> and a member of the Genesys events team will respond.<\/p>\n

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